UniFi – Frequently Asked Questions

Contents

What is UniFi?

UniFi is a bundled triple play service offering High Speed Internet, HyppTV (IPTV) and Voice for residential use. For business use, UniFi offers dual play service which includes High Speed Internet and Voice. More information can be found in www.tm.com.my.

What is the UniFi package offering?

UniFi is offering 3 residential and 3 business packages.
a) Residential:

-          VIP 5 – RM 149 / month

-           VIP 10 – RM 199 / month

-          VIP 20 – RM 249 / month
Each package comes with voice, Internet and HyppTV subscription.
b) Business:

-          BIZ 5 – RM 199 / month

-          BIZ 10 – RM 599 / month

-          BIZ 20 – RM 899 / month

Each package comes with attractive call plans, Internet speeds and a host of complimentary services.

What is the difference between HyppTV and satellite TV?

HyppTV is different from satellite TV in that it is transmitted via a broadband network. This gives added benefits such as not being susceptible to bad weather, as well as fast Internet access via HyppTV.

HyppTV also differs in term of pricing model, which is an On-Demand approach, which means customers only pay for the channels, movies or series they want to watch, rather than pay for the whole package, with no extra monthly fees involved.

How can UniFi benefit me?

UniFi will enhance customer experience by providing higher internet speed, more entertainment options, affordable voice packages and better service stability. UniFi allows customers to experience virtual shopping, work from home, interact with people in virtual communities and enjoy high quality entertainment anytime. UniFi also allows customers to maintain their existing TM Phone number with NO additional fee. Click here for more information.

How do I check service availability in my area?

You can check service availability through the TM website at www.tm.com.my, by calling TM UniFi Centre at 1-300-88-1222 or visiting these

TMpoint outlets:

Central Region
TMpoint Muzium
TMpoint Rawang
TMpoint Menara
TMpoint Bukit Raja
TMpoint Bangsar
TMpoint Port Klang
TMpoint Shah Alam
TMpoint Petaling Jaya
TMpoint Damansara Utama
TMpoint Kajang
TMpoint Taipan
TMpoint Taman Desa
TMpoint Jalan TAR
TMpoint Cyberjaya
TMpoint Pandan Indah
TMpoint Serdang
TMpoint Setapak
TMpoint Kelana Jaya
TMpoint Ampang
TMpoint Puchong
TMpoint Kepong
TMpoint Sunway Damansara

Northern Region
TMpoint Bayan Baru
TMpoint Bukit Mertajam
TMpoint Butterworth
TMpoint Kulim
TMpoint Sungai Petani
TMpoint Alor Setar
TMpoint Jalan Burmah
TMpoint Ipoh Tasek
TMpoint Ipoh Wisma
Southern Region
TMpoint Seremban
TMpoint Pasir Gudang
TMpoint Skudai
TMpoint Kulai
TMpoint Kluang
TMpoint Melaka
TMpoint Menara Pertam
TMpoint Pelangi
TMpoint Johor Bahru

How do I subscribe to UniFi?

Interested parties can register their interest for UniFi at this website under Services Check Service Availability, call TM UniFi Centre at 1300 88 1222, or visit selected TMpoint outlets currently in the HSBB coverage areas.

What are the charges like – installation fee, hardware rental, contract duration etc?

UniFi’s installation charges are RM 200 and no deposits are required. Beside that, the standard package is inclusive of equipment worth RM800 that will also be given free-of-charge to customers. Customers will have to pay the monthly subscription fee for UniFi along with telephony usage charges and Value Added Services purchase that are charged separately. The contract period duration is 24 months.

How to change my e-mail account password?

  1. You need be registered with myUniFi account in order to change e-mail account password.
  2. Sign up for myUniFi account first or log on to myUniFi customer portal at https://occ.unifi.my (if you are already registered).
  3. Under myUNIFI tab, click pull down menu (expand) Billing Account information. Refer screenshot here.
  4. Click on “Change Service Password”.
  5. Select Service password that you would to change:
    1. TM WiFi or
    2.  Email 2GB or
    3. Infoblast
  6. Key in and confirm your new password and click “submit”.

How long does a typical UniFi installation and testing take?

Installation and testing are expected to take approximately 4 to 8 hours depending on the type of customer premise due to the sensitive nature of and the complexity involved in fibre installations. The installation process involves site survey, ducting, piping, electrical work and equipment configuration.

Does TM allow customers to appoint their own contractor to perform internal wiring?

Customers may call their own external contractors to fix the internal wiring but TM will not be responsible for any damages resulting from any works done by third parties.

Do I pay a separate bill for the services bundled in UniFi?

All services offered under UniFi will be in one bill. However, for the services maintained after subscribing to UniFi (i.e., Streamyx, Business Broadband, TM Homeline/Businessline), customers will receive a separate bill.

Does UniFi have a Fair Usage Policy (FUP)?

ALL Residential UniFi packages are subject to the Fair Usage Policy. FUP is a standard global practice to ensure that good quality of experience is provided to all customers.

What is the monthly download volume imposed?

  1. The VIP5 package comes with a 60GB monthly download volume.
  2. The VIP10 package comes with a 90GB monthly download volume.
  3. The VIP20 package comes with a 120GB monthly download volume.

The monthly download volume will not be implemented until further notice.
There will be no volume capping for UniFi’s Business packages.

Can the UniFi package be upgraded / downgraded?

Customers can upgrade to a higher-priced package at any time (either within contract period or not). However, for downgrades, a fee of RM 200 will be charged (this is subject to change).
In the event of an upgrade or downgrade, the contract period shall be renewed and a new 24-month contract will take effect from the upgrade/downgrade completion date.

Where can I upgrade / downgrade my UniFi package?

Applications can be made through selected TMpoint outlets or call the TM UniFi Centre at 1-300-88-1221.

What should I do if my UniFi equipment is faulty?

If any UniFi equipment is faulty, you may call TM UniFi Centre at 1-300-88-1221. If the fault is due to a manufacturing defect and the equipment is still under warranty, the equipment will be replaced with no charge. However, if the fault is non TM related or if the warranty is expired, you will have to purchase a new equipment.

When will I get my first bill after I subscribe to the UniFi package?

The first bill can be expected around 1 month after service is activated. The first bill will also include a one month advance payment.

Where can I pay my UniFi bill?

You may refer to the How to Make Payments page here.

Is there any penalty if I terminate my UniFi service?

For early terminations, customers shall pay a penalty of RM500. There will be no penalty charges for termination after the minimum contract period (24 months). Customers must also settle any outstanding bill prior to termination. For more information, please refer to your service Terms & Conditions.

What if I need to relocate my UniFi service? Are there any charges that I need to pay?

Relocation requests can be made at select TMpoint outlets and is subject to service availability. A relocation fee of RM300 shall apply.

I’m a foreigner customer, can I subscribe UniFi via UniFi portal?

No you can’t. The registration via UniFi portal will be blocked for foreigner customer. You need to go nearest TMpoint in order to subscribe for UniFi package.

If I want to subscribe 3 UniFi package, do I need to pay total of RM3000 upfront deposit?

Yes. The upfront deposit must be paid per UniFi package.

What happened to my deposit if I want to change ownership of my UniFi account to my other foreigner friend? Is it transferable?

The deposit paid is not transferable. You will need to pay another RM1000 deposit for the new ownership account. Your deposit in the old account will be refunded back. However, if you have any outstanding amount, the deposit amount will knock off your outstanding amount before it can be refunded to you.

I’m a foreigner or non-Malaysian citizen, can I subscribe UniFi at one of the TM Authorized Dealer (TAD)?

No. For foreigner or non-Malaysian citizen, you may need to go to the nearest TMpoint to subscribe UniFi package.

How do I retrieve my UniFi bill statement?

i)                   Paper (hardcopy) bill – chargeable at RM8/month via portal services (currently waived)

ii)                Email (softcopy) bill – FREE and will be sent by default to all customers’ preferred email and UniFi email at http://webmail.unifi.my.

iii)              Online Billing via myUniFi portal at (https://occ.unifi.my)

How do I make payments for my UniFi service?

You can make payment through myUniFi portal (online payment), TMpoint, TMpoint Authorised Dealer (TAD), POS Malaysia and branches of selected preferred online banking channels. Please refer more on Payment Guides at TM UniFi portal at http://www.tm.com.my/unifi/help-support/Pages/payment-guides.aspx

How do I make online payments via myUniFi portal?

Step 1: Sign in to MyUniFi at https://occ.unifi.my
Step 2: Click MyBill tab
Step 3: Scroll down to Pay Your Bill and click Make Payment button
Step 4: Fill in the form and click Continue button to proceed with the payment

How do I change my email billing address?

You can change your billing profile at myUniFi portal under MyProfile section or by sending us email request via unifi@tm.com.my or by making request via TMpoint.

How do I change my UniFi billing method?

You can change your UniFi billing method via MyProfile section or by sending us email request via unifi@tm.com.my or by making request via TMpoint.

I cannot open the UniFi softcopy bill attachment received to my email. What should I do?

Adobe Reader (version 7 or above) is required to view the statement. If you do not have Adobe Reader installed, you can download it for free at the Adobe website.

I did not receive my UniFi statements. What should I do?

To enhance customer reachability, we are sending UniFi bills via your preferred and UniFi email address. Please access your UniFi mails via http://webmail.unifi.my.
Also, please verify your preferred email address for billing at MyProfile section in myUniFi portal is correct. Your UniFi email bill may have been sent to your junk mail folder. To avoid future emails like this from being automatically sent to your junk mail folder, we suggest that you add our email address tmbilling@tm.com.my to your Address Book and/or the “Approved Sender” list.

Can I check my previous month statement?

Yes. You can view your past 6 months bill statement via myUniFi under MyBill section.

10 Things You Should Know About UniFi

  1. This service is a 24- month contract and a termination fee of RM500 is chargeable for termination of service within the contract period.
  2. If your premises reside in high rise building served via copper, you must terminate your existing Streamyx service (if any).
  3. Minimal drilling is required for fibre installation to the premise. You will be responsible for providing TV and 4-socket extension cord to complete the installation. No installation appointment will be made for premises under renovation.
  4. All triple play services (internet, voice and TV) must be activated during service installation. Partial service activation is not allowed.
  5. UniFi is a wired broadband service. Wireless connectivity is an option and is subject to interference and obstructions factor.
  6. UniFi account owner or authorised contact person must be available during the service installation. For high rise premises, owners are required to make arrangement with Building Management Office for installation permission, internal cabling and access to telecommunication room.
  7. Installation fee includes external cable entrance and up to 15 metres fiber cable internal wiring, 15 metres for Ethernet, 15 metres telephone cables and 30 metres for casing (raceway). Additional charges will be applied for cables more than 15 metres and 30 metres casing (raceway) and charges will be included in your UniFi bill.
  8. For other optional installation e.g. wiring above ceiling, you may appoint your own contractor or deal directly with TM appointed contractor. Payment will be made directly to the contractor. However, additional charges will be applied for standard cables more than 15 metres and charges will be included in your UniFi bill.
  9. Please provide correct and valid Billing Address / Postal Address. Select either paper bill or e-mail bill (please provide valid and preferred e-mail address). Bill is also accessible at myUniFi (https://occ.unifi.my). TM may impose a minimal monthly charge for paper bill with notification given.
  10. All UniFi equipment provided by TM is subject to 12 months warranty period.

5 Things You Should Know About UniFi Installation

  1. Minimal drilling is required for fibre installation to the premise. You will be responsible for providing TV and 4-socket extension cord to complete the installation. No installation appointment will be made for premises under renovation.
  2. All triple play services (internet, voice and TV) must be activated during service installation. Partial service activation is not allowed.
  3. UniFi account owner or authorised contact person must be available during the service installation. For high rise premises, owners are required to make arrangement with Building Management Office for installation permission, internal cabling and access to telecommunication room.
  4. Installation fee includes external cable entrance and up to 15 metres fiber cable internal wiring, 15 metres for Ethernet, 15 metres telephone cables and 30 metres for casing (raceway). Additional charges will be applied for cables more than 15 metres and 30 metres casing (raceway) and charges will be included in your UniFi bill.
  5. For other optional installation e.g. wiring above ceiling, you may appoint your own contractor or deal directly with TM appointed contractor. Payment will be made directly to the contractor. However, additional charges will be applied for standard cables more than 15 metres and charges will be included in your UniFi bill.

Credit Limit Implementation – FAQs

What is this credit limit (CL) implementation all about?

A credit limit is the maximum allowable total charge that will be allowed on a customer’s monthly bill.
In the case of TM’s credit limit policy, the total charge allowable on a customer’s monthly bill is 3X the customer’s monthly UniFi package price. For e.g. if a customer subscribes to a VIP 5 package at RM149/month, the customer’s credit limit will be RM149x3 = RM447 per month.
The customer’s charges on his/her bill will not be allowed to exceed RM447 per month. If it exceeds that amount, the customer’s account/service will be suspended.

How is the credit limit implemented?

a)     For existing users, the credit limit will be matched against the total of any unsettled bill amounts, the monthly package fee, any additional voice charges, any charges for HyppTV content and value-added services.

b)     For new users, the credit limit in the first month will be matched against the total for any one time charges (like additional installation charges), the monthly package fee (maximum of 2 months upfront fee), any additional voice charges, any charges for HyppTV content and value-added services.

When will the credit limit be implemented?

1st August 2012.

Who will be affected?

Existing and new UniFi Customers for both the Consumer and SME segments.

How will customers be notified on this credit limit policy?

Customers will be notified via:

a)      SMS

b)      E-mail

c)       MyUnifi Portal at www.tm.com.my/unifi

d)      TM Portal (www.tm.com.my)

e)      IVR when the customer calls TMUC (1-300-88-1221)

When/how will a customer be alerted of their credit limit?

A customer will be notified on their credit limit status at regular intervals via sms and emails as below:

a)      1st notification once a customer reaches 70%-80% of his/her credit limit

b)      2nd notification once a customer reaches 90%-100% of his/her credit limit

c)       3rd notification once a customer exceeds 100% of his/her credit limit – the customer will be notified that payment of the outstanding amount is to be settled within 24 hrs or his/her account will be suspended thereafter.

How much is the credit limit assigned for each customer?

Each customer will be assigned a credit limit of 3X their subscribed UniFi package fee.
Please refer to table below for examples on UniFi VIP and BIZ packages :

Package Monthly Fees (RM) Credit Limit (RM)
VIP 5 149 447
VIP 10 199 597
VIP 20 249 747
BIZ 5 199 597
BIZ 10 289 867
BIZ 10 (Fixed IP) 599 1797
BIZ 20 359 1077
BIZ 20 (Fixed IP) 899 2697

Where can a customer update their mobile and email information in order to receive this credit limit notification?

A customer can update his/her information by:

a)      Calling the TM UniFi Centre at 1-300-88-1221 or

b)      Visiting his/her nearest TMpoint

c)       Updating their information at www.tm.com.my/unifi, click on myUniFi, then click on Manage My Services

Can a customer request to change the quantum of the credit limit?

At the moment this is not possible. However, for later phases of the roll-out, we will be considering this option.

What happens to the credit limit quantum if a customer upgrades / downgrades his/her UniFi Package?

a)     For Upgrades
The system will automatically reconfigure a customer’s credit limit to the new limit.

b)     For Downgrades
The system will automatically reconfigure a customer’s credit limit to the new limit. However, customers are advised to pay their outstanding bills in full to ensure they are not impacted by the new lowered credit limit.

Where can a customer check his/her credit limit status?

A customer can check his/her credit limit status by:

a)      Calling the TM UniFi Centre at 1-300-88-1221 or

b)      Visiting the nearest TMpoint

Can customers request not to receive any notification on their credit limit status?

No. All UniFi customers will automatically receive a credit limit notification accordingly. However, no notifications will be sent to customers who subscribe to the Auto-Pay facility.

When will an account be suspended?

An account will be suspended only upon exceeding 100% of the credit limit assigned.

If the service is suspended, what does a customer need to do to reactivate his/her service?

The customer is required to make a full payment (100%) of his/her outstanding amount. The service will be reactivated automatically within 24 hours. For faster re-activation, please pay at TMpoint/Telekom Authorized Dealer (TAD) or if you pay at other channels, please call TM UniFi Centre at 1-300-88-1221 to inform on the payment made by providing the payment reference number.

How long will it take for a UniFi account to be re-activated after payment is made?

a)     Within 24 hours-If payment is made at a TMpoint/Telekom Authorised Dealer(TAD)

b)     Within 48 hours – If payment is made via other payment channels such as below:-

  1. Online payment sites such as M2U, etc
  2. Bank counters
  3. Pos Malaysia counters
  4. Pusat Bayaran Bil Setempat